The Essentials

Distancing for the customer relations

Digital (1h) Digital + Distance (1h + 4h) Digital + Face to face (1h + 7h)
  • Contact
Contact
+33 1 80 05 18 04

Presentation

Distancing for customer relations allows you to understand how to integrate barrier gestures at each key stage of the customer journey while preserving the quality of the relationship.

Contact
+33 1 80 05 18 04

The strengths of the training

  • The 8 parts of the module are autonomous: their order can be personalized and it is possible to propose only a part of them
  • At the end of the module, a quiz is used to check that the module’s content has been properly understood. This quiz depends on the modules actually followed
  • At the end of the module, a summary sheet containing all the topics covered can be downloaded
  • The role of the manager in promoting barrier gestures (face-to-face or distance learning module)
Contact
+33 1 80 05 18 04

Objectives

Digital
Digital + Distance
Digital + Face to face
  • Enrich communication to compensate for physical distance
  • Understand the levers of a quality customer relationship
  • Integrate the postures that facilitate the entry into a relationship with the customer at each stage of the journey

Objectives of the digital module +

 

  • Acquire the barrier gestures that are essential to the exercise of one’s profession
  • Take into account the customer’s emotional state to ensure a successful relationship
  • Mastering the different registers of communication to adapt to the situation

Objectives of the digital module +

 

  • Acquire the barrier gestures that are essential to the exercise of one’s profession
  • Take into account the customer’s emotional state to ensure a successful relationship
  • Mastering the different registers of communication to adapt to the situation
Contact
+33 1 80 05 18 04

Program

Digital
Digital + Distance
Digital + Face to face

Embodying the attitudes of enchantment

  • Using your posture to offer a unique and differentiating relational experience

Taking account of customers in the queue

  • Make waiting time pleasant for your customers
  • Provide explanations to make customers want to wait

Welcoming and explaining protective measures

  • Give a warm welcome to your customers
  • Reassure by explaining the organization that protects the customer

Handling a customer who does not respect the barrier gestures

  • Taking into account the emotional state of the customer
  • Being assertive and maintaining the relationship

Guiding the customer to a clothing fitting

  • Putting the customer at ease to make the fitting a pleasant experience

Greeting a customer at the checkout

  • Making the customer feel secure when paying at the cash desk
  • Taking care of the customer’s taking leave to build loyalty

Serving a customer who has come to collect their order

  • Guiding the customer in the organization of the collection of goods

Thanking a customer for their visit

  • Checking the customer’s satisfaction and greeting them as they leave the store

 

 

Content of the digital module +

Understand the impact of distancing on the customer experience (Individual activity)

  • Appropriate changing customer expectations and needs

Understanding the customer’s emotions (Individual activity)

  • Appropriate the different phases and practices of questioning to better take into account the customer’s emotions

Accompanying throughout the customer journey (Tutored virtual classroom)

  • Provide a personalized welcome at each stage of the journey

Accompanying non-compliance with barrier gestures (Tutored virtual classroom)

  • Understand the reasons for non-compliance with the barrier gestures
  • Demonstrate pedagogy at each stage of the process
  • Adopt an assertive posture to ensure compliance with the barrier gestures

Content of the digital module +

Understand the impact of distancing on the customer experience

  • Appropriate changing customer expectations and needs

Understanding the customer’s emotions

  • Questioning to better take into account the customer’s emotions
  • Reassure through new gestures

Accompanying throughout the customer journey

  • Provide a personalized welcome at each stage of the journey
  • Promote the implementation of Barrier Gestures that protect the customer and the teams

Accompanying non-compliance with barrier gestures

  • Understand the reasons for non-compliance with the barrier gestures
  • Demonstrate pedagogy at each stage of the process
  • Adopt an assertive posture to ensure compliance with the barrier gestures
Contact
+33 1 80 05 18 04

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